Challenge• To take full control and responsibility of all equipment installations as opposed to being a basic maintenance provider handling service
Solution• 24/7 first and second line call out support on site for all types of equipment, and when needed, off-site second line support for equipment other than elevators and escalators• Complete open book policy with customer with regular short and long-term planning• Single line of communication to Schiphol management through account management structure with tightly integrated site manager and project leaders
Amsterdam Airport Schiphol• Flow: 45 million passengers yearly, 123,300 passengers daily• Land area: 11.2 sqkm
KONE Solutions• KONE Care™ maintenance service• Over 1180 installations maintained,including: • 180 elevators • 56 escalators • 87 autowalks • 857 doors • Other customer-specific solutions
Schiphol Group has a clear vision: improve customer experience at their airports while at the same time reduce life-cycle costs. This is a challenge requiring top contractors. Schiphol Group selected KONE as its key maintenance provider for all Schiphol airports in the Netherlands, including Amsterdam Airport Schiphol, the fourth largest in Europe.
In 2005, KONE began servicing third-party equipment in addition to its own elevators at Schiphol Airport. After moving to a 24/7 year-round service model, KONE took over the entire equipment portfolio at the airport becoming the single service provider for elevators, escalators, doors, baggage systems and more.
Service performance is evidence of the commitment. Reliable operation of equipment is crucial for airports where any disruption in traffic flows can have a major impact on the entire airport. An on-site team that has extensive knowledge of all installations means KONE can get service personnel and materials to the right location in no time. “We can be anywhere in the airport within 30 minutes,” emphasizes Michiel Bos, Schiphol Account Manager at KONE.
Planning is also a major part of the relationship. KONE address all aspects of development, from individual processes and tools for invoicing and reporting, to major equipment projects. “We go beyond the traditional performance measures,” emphasizes Bos. “We tailor our services and take initiatives to the next level.”
Schiphol and KONE work together on improvements by sharing visions, innovations and insights. “Without customer expertise, you cannot be a good supplier. With the right installation and right maintenance, you get the right functionality,” says Jos Scheffelaar, Department Manager for Schiphol Terminal Real Estate.
“We can respond quickly as well as advise on future investments, offering solutions based on the life-cycle costs and the underlying causes of call outs,” adds Bos. KONE presented its KONE InnoTrack™ solution that would means savings in construction, space and energy, not to mention freedom in locating autowalks. “But most of all, their trust in KONE and its international support team led them to choose our solution,” recalls Bos.
Trust in the future
With a strong relationship based on quality performance comes a lasting confidence. “We are looking at the bigger picture, and offering a long-term partnership,” remarks Bos. “Our transparent operations and open book policy mean there are no surprises for Schiphol. They know exactly what we do and why.”
“We must optimize the accessibility and safety of all assets in our maintenance contract,” remarks Scheffelaar. “We face the challenge of providing smooth connections for the passengers as well as getting our money’s worth for Schiphol Group. Together with KONE, we believe this is an opportunity that we can benefit from.”
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People Flow means people moving smoothly, safely, comfortably, and without waiting in and between buildings.
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